topic Re: Personal Email Notifications not working in Sales Email

Personal Email Notifications not working

ChrisEgger — Thu, 01 Jun 2023 13:24:13 GMT

I am new to Hubspot and i have problems setting up personal emails.
I can receive and send contact emails but i dont get ANY notifications at all.

I am not using Team Emails / Conversations. Every employee has a personal email and customers assigned to him/her. So every employee is sending 1:1 emails to their customers using their personal email account.

If a contact sends an email to a personal email.... is it normal that "nothing" happens? It is available within the contact details, but thats not good enough.

Re: Personal Email Notifications not working

karstenkoehler — Thu, 01 Jun 2023 13:46:04 GMT

Hi @ChrisEgger,

Just to confirm, you have connected a personal inbox following these steps and you're expecting to receive notifications in HubSpot for net new incoming emails? If so, that's currently not possible.

HubSpot does not have a personal inbox and, for connected personal inboxes, only tracks replies to tracked sent emails, see here: https://knowledge.hubspot.com/email/log-email-replies-in-the-crm#requirements-for-a-reply-to-log

In that sense, HubSpot is not a replacement of your email client (Gmail, Outlook etc) but an extension of it. You would still manage incoming emails in your existing email client.

The only way to receive notifications directly in HubSpot is to connect your inbox as a conversations inbox: https://knowledge.hubspot.com/inbox/connect-channels-to-the-conversations-inbox#connect-and-customize-a-team-email-channel

(It is not recommended to connect a personal email address here however. Conversations inboxes are meant to be shared places where teams manage shared incoming channels.)

Best regards!

Re: Personal Email Notifications not working

ChrisEgger — Thu, 01 Jun 2023 14:04:40 GMT

Thats unfortunate. It would be perfect if the conversation inbox would include all team-emails, as well as personal emails.

Re: Personal Email Notifications not working

HFisher7 — Thu, 01 Jun 2023 15:30:17 GMT

@ChrisEgger - There is a report (Reports > Reports > Create report) called 'Sales email tracked to my inbox' which can be added to a dashboard to view the newest emails in your personal inbox, which could be supported by the 'Record updates - Activity on record you own or follow (Get notified when there’s new activity on a record you own or follow.)' notification

But I agree with @karstenkoehler, that it is best to manage incoming emails in your existing email client.